Contact support and talk to a person
Albert answers questions in the app. To reach a person on the PPC Ad Editor team, send a support ticket from inside the app, or ask Albert to open one. The team answers by email.
Contact support from the editor
- In the PPC Ad Editor editor, click your initials at the top right, next to Ask Albert.
- Click Contact support.
- In Contact Support, write a Subject and a Description of what happened.
- Click Submit Ticket.
The app shows Ticket Created! and the team replies by email. Your account information goes with the ticket, so you do not need to look up your plan or your workspace.
Albert's first screen in the editor also has Contact support, which opens the same form. So does Need a human? Open support ticket under Albert's greeting.
I want to speak to a human
You can speak to a human on the support team through Albert. Click Ask Albert and tell him you want to talk to a person. He also does this when you have a billing or refund problem he cannot solve, or when you keep asking the same thing. Albert opens a support ticket with your conversation, so you do not have to repeat yourself. He gives you the ticket number and says the support team will reply by email.
Under his reply, a box asks Anything else the team should know? Add details, links, or what you already tried, then click Add to ticket. It goes on that same ticket, and Albert shows Added to ticket and its number, then The team will see it. Click No thanks to skip it. The ticket stays open either way.
If Albert already opened a ticket for you in the last 30 minutes, he gives you that ticket's number instead of opening another. When you report a bug, Albert files a support ticket too and gives you its ticket number. The support team replies by email, and you can quote that number. If he says he couldn't file a ticket, use Contact support instead.
For a request to delete your account, or a question about Copy client link, Albert gives you the steps instead of opening a ticket.
Ask for a feature or a format the app does not have
Tell Albert what you need. His answer can end with a Request a feature row. Click Request, check the Subject and What you are trying to do, and click Send request. The row turns to Requested with a ticket number. The team replies to the email you sign in with. To see your requests and their status, open Conversations and requests in Albert's header, then Your requests. See Ask Albert for every step.
If your plan is managed for you
When Billing says Plan managed by administration, click Contact Support to Change Plan. It opens the same Contact Support form.
If you cannot sign in
The ticket form needs you to be signed in. If you cannot sign in, use the contact page at https://www.ppcadeditor.com/contact-us/. Most PPC Ad Editor emails end with a Contact support link to the same page.
How long until support replies, and where does the answer go?
The support team replies by email. The ticket number Albert gives you, such as Support ticket #1234 is open with the support team, is the one to quote if you write again. You do not need to open a second ticket while one is open: if you ask Albert again within 30 minutes, he gives you the ticket that is already open.
What to include
Say which preview or dashboard the question is about, and the exact message you saw. For billing, give the email on the account and the date of the charge.